how to fix microsoft authenticator issues

Question

The authenticator app isn't working. is there a way to separate my school and work account? can I reset it somehow?

Answer 1

Contact each organization’s IT help desk and ask it to reset your MFA methods or require MFA re-registration; work and school accounts are already separate identities, but their authentication methods are controlled independently by each organization’s administrator.^1^

If you can still sign in another way

Configure each account separately rather than resetting the entire app:

1. Open the work or school account’s Security info page: https://mysignins.microsoft.com/security-info
2. Select Add sign-in method.
3. Choose Microsoft Authenticator → Add.
4. In Authenticator, tap + → Work or school account → Scan a QR code.
5. Repeat while signed in to the other organization’s account.

Authenticator supports multiple personal, work/school, and third-party accounts. Each work or school identity appears as a separate entry, although there is no documented feature for splitting them into separate Authenticator installations or profiles.^2^

After access is restored, add another permitted verification method under Security info. Microsoft recommends configuring more than one method in case one becomes unavailable; the choices shown depend on each organization’s policy.^3^

If Authenticator is your only verification method

Do not remove the affected account or clear the app’s data first, because that device will no longer be able to verify sign-ins.

Contact the relevant school or employer’s help desk and request:

Reset my MFA methods or require me to re-register MFA. I cannot approve the Authenticator prompt.

After the administrator resets it:

1. Sign in at https://login.microsoftonline.com.
2. Complete the new MFA-registration prompt.
3. Scan the displayed QR code in Authenticator.
4. Repeat with the other organization if both accounts are affected.

Only the administrator of the organization that owns the account can reset its MFA registration.^4^

If this followed a phone change or reinstall

Use recovery only if an Authenticator backup exists:

• Recovery works only between the same device type—iOS to iOS or Android to Android.
• For work or school accounts, recovery restores only the account name; you must sign in again.
• On Android, choose Restore from backup or Begin recovery before signing in.
• If an account displays Action required or Sign in to restore your account, open it and complete the requested verification.^5^

If signing in again leads back to the same Authenticator approval loop, stop there and request the organization’s MFA reset.

Resetting or removing accounts

To remove only one account:

1. Open Authenticator and select that account.
2. Tap the Settings gear.
3. Tap Remove account.

A full app reset removes all accounts and cannot be undone:

• Android: Settings → Apps → Authenticator → Storage or Storage & cache → Clear data.
• iOS: Settings → General → Storage → Authenticator → Offload App.

Only perform a full reset after confirming that every account can be restored or re-registered. Removing an account prevents that phone from verifying its sign-ins.^6^

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References

1. Microsoft Authenticator not working - Microsoft Q&A
2. How to add your accounts to Microsoft Authenticator
3. Register the password reset verification method for a work or school account | Microsoft Support
4. New Phone and Authenticator App - Microsoft Q&A
5. Restore account credentials from Microsoft Authenticator | Microsoft Support
6. How to sign out from Authenticator | Microsoft Support